Returns Policy
Returns & Cancellations Policy
We understand that sometimes products need to be returned. Whether your item is faulty, damaged, or simply unwanted, we’re here to help.
1. Unwanted Products
You can return unwanted products for a full refund within 21 days of delivery if they are unused and in their original, unopened packaging.
If you’ve opened the product to inspect it, you can still return it within 14 calendar days from the day after delivery, as long as it is in ‘as new’ condition and not used, installed, or programmed.
Returns must include proof of purchase, such as a receipt, bank statement, or order invoice.
2. Faulty Products
If a product develops a fault within 30 days of purchase, we will offer a repair, exchange, or full refund.
Faults occurring within the standard guarantee period (usually 12 months) will be repaired promptly.
We do not cover faults caused by misuse, accident, neglect, or normal wear and tear.
We reserve the right to inspect the product before processing any return or repair.
3. Damaged Products
If your product is damaged on delivery, contact us within 48 hours to arrange an exchange or refund.
For large or online-only items, we will arrange collection from your address.
4. How to Return
You can return your product in three ways:
In-store: Most products can be returned to our store. Note that some online purchases (e.g., large kitchen appliances, PayPal, or finance orders) can only be collected by our aftersales team.
By phone: Call us at 01939 550040 to arrange collection, refund, or exchange.
By email: Email contact@activecomp.co.uk with your order number to arrange collection or refund.
5. Cancelling an Order
Orders that have not yet been delivered can be cancelled by calling 01939 550040 or submitting an order cancellation form.
If delivery is already in progress, please call us to arrange a refund or exchange.
Note: Online or phone orders cannot be cancelled in-store.
Additional Notes
Always provide your order number to speed up returns or cancellations.
Collection and exchanges for large items are free of charge.
For full terms, please see our Terms & Conditions.
